Roar is a purpose-built platform for MSPs, that unifies visibility and management across all customer environments. Roar automates the retrieval of configuration state data from cloud, network, and on-premise services and devices to automate system documentation, detect critical changes, and continuously assess to best practices.
Our ConnectWise Manage integration pushes actionable alerts discovered within Roar to a specific Service Board and associates them with the appropriate Customer account. This enables MSPs to maintain their ticket management processes within ConnectWise Manage, while providing access to current and deep system documentation within Roar. This documentation refers to ConnectWise Manage Internet Client v2017.6 and v.2018.1 and covers the set up of a Roar API User account.
ConnectWise Manage Version
You can confirm the version you're running by right-clicking on the application icon and viewing properties. Roar has been tested to support v2017.6 and higher. These screens may be slightly differet in v2018+
Create a new Security Role for the Roar API User
Navigate to System > Security Roles and click the "+" sign to add a new role
Create a "Roar" role to continue and add the following permissions.
Security Role - Company Permissions
- Companies - For company Mapping
- Company Maintenance
- Add Level - None
- Edit Level - None
- Delete Level - None
- Inquire Level - All
- Company Maintenance
Security Role - Finance Permissions
- Finance - Allows for adding Additions to Agreements
- Agreements
- Add Level - All
- Edit Level - All
- Delete level - None
- Inquire Level - All
- Agreements
Security Role - Procurement Permissions
- Procurement - Adds Liongard products to the inventory.
- Product Catalog
- Add Level - All
- Edit Level - All
- Delete Level - None
- Inquire Level - All
- Product Catalog
Security Role - Project Permissions
- Project - To create and update Tickets in ConnectWise
- Project Tickets
- Add Level - All
- Edit Level - All
- Delete Level - All
- Inquire Level - All
- Project Tickets
Security Role - Service Desk Permissions
- Service Desk - To create and update Tickets in ConnectWise
- Close Service Tickets
- Add Level - All
- Edit Level - All
- Delete Level - All
- Inquire Level - All
- Merge Tickets
- Add Level - All
- Edit Level - All
- Delete Level - All
- Inquire Level - All
- Service Tickets - Dependencies
- Add Level - All
- Edit Level - All
- Delete Level - All
- Inquire Level - All
- Service Tickets
- Add Level - All
- Edit Level - All
- Delete Level - All
- Inquire Level - All
- Close Service Tickets
Security Role - System
- Member Maintenance - To assign the Roarbot User to a ticket
- Add Level - All
- Edit Level - All
- Delete Level - None
- Inquire Level - All
Save Role
Click on the Save icon to save the Role's permissions
Create a Roarbot User in your ConnectWise Manage Account
Roar requires the ability to access your ConnectWise Manage account through an API Member. This is account type does not require a user license. Under the ConnectWise Manage Windows client, enable an API client in the following steps.
Navigate to Members
In the lefthand navigation panel, navigate to System > Members > API Members
Create a new API User
Add in a RoarBot User by clicking on the + symbol in the submenu bar.
Fill in the required User Details
Provide the user details for the Roarbot user. Ensure that the License Class is an API user. For the RoleID grant the level of permissions required in your organization to create and modify tickets and project tasks. These are suggested values:
- Member ID - Any name to identify the API account user
- License Class - API
- Password/Confirm - Fill this in, but it is not used since online console access will not be required.
- Disable Online - Check
- First Name - Roarbot
- Last Name - Liongard
- Role ID - Roar (Role created in prior steps)
- Location - Your default location
- Level - Corporate (Level 1)
- Business Unit - Admin (suggested)
- Name - Corporate
- Time Approver - Select the default Time Approver
- Work Role - Office (suggested)
- Expense Approver - Select the default Expense Approver
- Default Territory - Default Territory
Create an API Key under the Roarbot User account
Click on the API Keys tab, add the Description title and click the Save icon to generate the keys.
Copy and save the Public Key and Private Key values to a secure place.
Note: You will not be able to access these the Private key once you navigate away from this tab.
ConnectWise Manage Service Board Configuration
You may create a Roar specific Service Board to categorize the tickets generated from the system. Ensure you perform this step prior to proceeding to filling out the Integration panel within Roar. It is possible, to refresh the list of Service Boards, but you'll need to reload the Integration screen.
You should have ConnectWise statuses for the following Roar Task status mappings:
- New
- Re-Opened
- In Progress (or what can be mapped to Requirements, Design, Implementation, Testing statuses in Roar)
- Closed - On Hold (this status will ignore task validation)
- Closed - Unfinished (this status will ignore task validation)
- Closed - Complete (tickets set to this status will trigger a validation)
For the board, there must be a default Status, Team Member and Default Team assigned to the Board.
Set a default Team for the Service Board
Ensure that a default team is applied to the Service Board you've selected to use with Roar.
Default User - At the moment, Roar is unable to assign a User to the ticket because new Tasks created in Roar do not have a default user. You must select a default Owner of the ticket within ConnectWise Manage and the Owner must be a part of a default Team that is assigned to the board.
In 2018.1 a Default Team Member should already be assigned to the Team.
Set a default Status for the Service Board
Ensure one of your Statuses (suggested is New) for the select Service Board is set as the default.
Confirm that Roar User has Access
The Roar user must have rights to access and create tickets within which ever Service Board was selected.